Date of this Version


Document Type

Conference Paper

Publication Details

Published Version.

Cox, C., Burgess, S., Sellitto, C., & Buultjens, J. (2011). Consumer generated media in hospitality and tourism: Travellers' likes and their concerns about the latest innovation in hospitality marketing. Paper presented at I-CHLAR 2011: International Conference on Hospitality & Leisure Applied Research, Lyon, France.

Access the conference website.

2011 HERDC submission. FoR code: 151503

© Copyright Carmen Cox, Stephen Burgess, Carmine Sellitto & Jeremy Buultjens, 2011


This paper explores the influence of consumer-generated media (CGM) on hospitality consumers based on the results of a large online survey. Consumers surveyed like CGM information when booking travel for a number of reasons primarily as it is developed by ‘real travellers’; presents a range of different traveller’ opinions; and is relevant to the user. At the same time, there were concerns raised about relying on CGM when booking travel, particularly related to the option for hospitality businesses to post ‘fake’ content and for the opinions presented on these sites to be extremely biased.



This document has been peer reviewed.


To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.